The VoIP feature in Gorilladesk allows you to make and receive calls using the internet instead of traditional phone lines, providing cost-effective and flexible communication options with features such as call forwarding, voicemail, and caller ID, enhancing efficiency for businesses.
Once you have set up the VoIP feature, you can start utilizing it.
On your main screen, you will see a call button, which is available only to users with assigned numbers.
From the Call Button, you can access the following:
Manage Caller ID
In the "Manage Caller ID" section, if you have multiple numbers assigned to your account, you can select the desired number that will be displayed as your caller ID.
Check the status of your call recording option. Please note that only superadmins and admins can enable or disable call recording.
Manage and test your audio settings, including sound output, ringing sound, and microphone.
Directly dial a number from this area.
By clicking on the number displayed in various areas, you can:
Initiate a call
Send an SMS and
Copy the phone number into your clipboard.
Areas with phone numbers including your job, job summary, and customer account summary
During a call, you have several options available:
Mute the call: This allows you to temporarily disable your microphone while remaining on the line.
Transfer the call: If another team or individual has a phone assigned to them, you can transfer the call to them.
Access the dial pad: In case you need to make selections or enter specific numbers during the call, you can access the dial pad for input.
Voicemail Drop: Leave a pre-recorded voicemail message. When you use voicemail drop, a 'Left VM' note will be automatically added to the call log.
When a phone number is assigned to multiple customers, you can choose which customer you want to connect the call to.
In the customer profile page timeline, you can view your customer's call log. From there, you can perform the following actions:
Add notes to the call.
Call back the number.
Listen to the recording.
Identify the parties involved in the call (who sent and received the call).
View the call duration and date.
Generate a transcription of the call recording.
For call logs with recordings, you can generate a transcription and summary from the recording.
On the call log, click the "Generate Transcription" button. Each transcription costs $0.15 per minute and will be deducted to your call credits.
After the transcription process, click the expand button to view the transcription of the recording. You can also view the summary of the call when click the "Summary" tab.
To easily copy the transcription and summary, just click the button located in the lower right part of the call log.
In your inbox, you can access the list of missed calls. From there, you have the following options:
Send them an email.
Call the number.
Mark the missed call as "done" to remove it from the inbox.
Snooze the missed call to have it reappear on a future date.
Access the recording associated with the missed call, including any voicemail messages.
Additionally, you can find the completed calls under the "Done" section.
For incoming calls or missed calls from numbers that are not associated with any of your existing customers, you will have the option to perform the following actions:
Assign it to a customer: This allows you to connect the number to an existing customer in your system.
Create a new customer: This directs you to create a new customer profile, treating the call as a lead.
When receiving a call, you have three options for handling it: answer the call, drop the call, or ignore the call
The Ignore button silences or stops the call from ringing on the user's end, while allowing the caller to keep hearing the ringing. The call remains active but is not answered.
The Drop button, on the other hand, immediately ends or disconnects the call, terminating the connection between both parties.
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